[cashflyer]

When I was younger, I worked at an Autozone for a part time job while going to college. It was my experience that they do not want people who are knowledgeable about cars on the staff. They want the lowest cost person who can stand around and occasionally search their database.

One of the reasons that was given to me was liability. If the clerk only goes by what is in the computer, then the liability is 99% on the customer who provided the information that was searched in the database, and 1% on the persons who programmed the database. ( I pulled those percentages out of my arse, but you know what I mean)

Another reason that was given to me is that there is only profit in selling parts, not is diagnosing problems. They don't want somebody on their clock giving out advice, diagnosing, etc. They want parts going out the door. Period.

But back to your original discussion - yes, unhelpful clerks are the bane of 'customer service'.